<div class="content-intro"><p>Aircall is a unicorn, AI-powered customer communications platform used by 22,000+ companies worldwide to drive revenue, resolve issues faster, and scale customer-facing teams. We’re redefining customer communications by bringing voice, SMS, WhatsApp, and AI together into one seamless workspace.</p> <p>Our momentum comes from a simple idea: help teams work smarter, not harder. Aircall’s AI Voice Agent automates routine calls, AI Assist streamlines post-call work, and AI Assist Pro delivers real-time guidance so people can do their best work. The result is higher revenue, faster resolutions, and teams that scale with confidence.</p> <p>Aircall is headquartered in Paris, our European HQ, with a strong North American presence anchored in Seattle, our North American HQ, and teams across Madrid, London, Berlin, San Francisco, New York City, Sydney, and Mexico City. We’ve built a product customers love and a business that’s scaling quickly, backed by world-class investors and driven by rapid AI innovation across multiple product lines.</p> <p>At Aircall, you’ll join a company in motion. We’re ambitious, product-driven, and execution-focused, with visible impact, fast decisions, and real growth.</p> <p> </p> <p><strong>How we work at Aircall</strong>: We’re customer-obsessed, data-driven, and focused on delivering meaningful outcomes. We value ownership, continuous learning, and thoughtful speed. If you thrive in a collaborative, fast-moving environment where trust and impact matter, you’ll feel at home here.</p> <p> </p></div><h2><strong>About the Role</strong></h2> <p>As a Technical Support Specialist at Aircall, you will help customers troubleshoot complex issues across our communications platform, including integrations, APIs, messaging, call configuration, analytics, and AI-powered features. This role acts as the second level of support for technical investigations and requires a strong mix of technical troubleshooting, customer communication, and problem-solving.</p> <p>You will work closely with customers to investigate issues related to CRM integrations, APIs, webhooks, platform configuration, and Aircall’s growing suite of AI-powered features such as transcription and AI Assist.</p> <p>Because Aircall integrates with hundreds of external tools, this role provides exposure to a broad ecosystem of technologies including CRM systems, automation platforms, APIs, and telecom infrastructure.</p> <p>This is a customer-facing role, where you will investigate issues through Zendesk while also leading live troubleshooting sessions with customers when necessary.</p> <p>Our Technical Support organization operates globally in a follow-the-sun model, supporting customers across the Americas, EMEA, and Asia-Pacific regions.</p> <h2>What You Will Do</h2> <p><strong>Technical Troubleshooting</strong></p> <ul> <li>Investigate escalated technical issues across Aircall’s platform, including integrations, APIs, telephony configuration, messaging features, and analytics</li> <li>Troubleshoot CRM integrations such as Salesforce, HubSpot, Zendesk, Zoho, Bullhorn, Monday.com, and other third-party platforms</li> <li>Analyze webhook payloads, API responses, and request logs to diagnose integration issues</li> <li>Use tools such as Postman, browser developer consoles, and HAR files to investigate platform behavior</li> <li>Troubleshoot messaging functionality including SMS, MMS, and WhatsApp integrations</li> <li>Diagnose authentication, permissions, and configuration issues within customer environments</li> </ul> <p><strong>AI and Platform Features</strong></p> <ul> <li>Investigate issues related to Aircall’s AI-powered capabilities, including transcription, AI Assist summaries, and AI Voice Agent behavior </li> <li>Troubleshoot analytics and reporting issues related to the Aircall Dashboard and data integrations</li> <li>Support customers with call flow configuration, number configuration, and feature behavior</li> </ul> <p><strong>Customer Investigation</strong></p> <ul> <li>Lead technical troubleshooting sessions with customers to diagnose and resolve issues</li> <li>Translate complex technical findings into clear explanations for customers and internal stakeholders</li> <li>Maintain strong communication throughout investigations, particularly for high-impact cases</li> </ul> <p><strong>Collaboration</strong></p> <ul> <li>Work closely with Product and Engineering teams to diagnose platform issues and reproduce bugs</li> <li>Collaborate with external partners such as Salesforce, HubSpot, or telecom providers when deeper investigation is required</li> <li>Help identify systemic issues and contribute to product improvement initiatives</li> </ul> <p><strong>Internal Enablement</strong></p> <ul> <li>Help train frontline support teams on troubleshooting techniques and escalation best practices</li> <li>Create and maintain internal troubleshooting documentation and knowledge base articles</li> <li>Monitor recurring issues and recommend improvements to support processes and platform reliability</li> </ul> <h2>What We Are Looking For</h2> <p><strong>Required Qualifications</strong></p> <ul> <li>Experience in a technical support role wi